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I got a personal apology from the head of JetBlue today—and it’s a first step toward regaining my business. JetBlue came up with its own Passenger Bill Of Rights—before Congress—that offers real compensation for messing with customers. A sliding scale of “I’m sorries” from $25 for small delays to round-trip tickets for really blowing it works for me as well.
But more is needed. A surprise. Something delightful, unexpected, generous. Seth Godin thinks a Portlach is in order—a true offering on a grand scale of 40 or 50 tickets to those held hostage in planes last week for hours. Great idea. I like mine better, just because it involves food. Give everyone hurt last week a Harry and David’s basket of fruit. Heck, give everyone who has been on a JetBlue flight in the last year a Harry & David’s basket. That’ll turn around sentiment toward JetBlue immediately.
Any other suggestions?
Want to stop talking about innovation and learn how to make it work for you? Bruce Nussbaum takes you deep into the latest thinking about innovation and design with daily scoops, provocative perspectives and case studies. Nussbaum is at the center of a global conversation on the growing discipline of innovation and the deepening field of design thinking. Read him to discover what social networking works—and what doesn’t. Discover where service innovation is going and how experience design is shaping up. Learn which schools are graduating the most creative talent and which consulting firms are the hottest. And get his take on what the smartest companies are doing in the U.S., Asia and Europe, far ahead of the pack.